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Desktop Support Engineer
Computacenter. Provide hands-on technical support across a busy customer environment .
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in providing technical support for Microsoft Windows OS, including installation and configuration of hardware and software, while maintaining high customer service standards. Proficient in managing incidents and service requests within defined SLAs and collaborating effectively with project teams.
Highest-signal resume keywords
Microsoft Windows OS ExpertiseIncident Resolution to SLATechnical Support for Hardware and SoftwareServiceNow ProficiencyCustomer Service Skills
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Microsoft Windows 10Microsoft Windows 11Microsoft Office ProficiencySCCM KnowledgeActive Directory UnderstandingLAN/WAN/vLAN KnowledgeWi-Fi TechnologiesDHCPDNS/WINSVPN/Remote Connectivity
Soft Skills
Excellent Customer InterfaceFlexibility with Working Hours
Tools & Technologies
ServiceNowMicrosoft ExchangeMS OutlookInstant Messaging Tools
Certifications & Qualifications
Full UK Driving LicenseSC Clearance
Industry Keywords
IT Service ManagementIncident ManagementService RequestsTechnical SupportCustomer Environment
Tech Stack
Tools & technologiesDNSITSMServiceNow
About the role
Key responsibilities & impact- Provide hands-on technical support across a busy customer environment
- Undertake incident and service-request tasks
- Take second-line responsibility for resolving incidents to SLA
- Maintain a target of fewer than 2% incidents per month
- Complete assigned work within allocated timeframes
- Undertake project tasks supporting internal and external Project Managers
- Undertake non-standard request tasks to agreed timescales
- Communicate and coordinate proactively with Level 3 teams regarding major Level issues
- Resolve technical issues involving laptop and desktop hardware, networks, printers, and related equipment
- Install and configure software and hardware
Requirements
What you’ll need- In-depth knowledge and good understanding of Microsoft Windows OS, including Windows 10 and Windows 11, build, configuration, and registry settings
- Proficiency in Microsoft Office
- Experience handling LTSC Channels and KIOSK is highly desirable
- Basic understanding of SCCM/Active Directory
- Working knowledge of IT service models
- Understanding of LAN/WAN/vLAN and Wi-Fi technologies, DHCP, DNS/WINS, PXE, and VPN/remote connectivity
- Appreciation of the Microsoft Exchange environment, email client configuration, MS Outlook, instant messaging tools, and general etiquette
- Knowledge of computer peripherals, including printers/MFDs, display screens, docking stations, port replicators, cameras, and scanners
- Working knowledge of IT Service Management software, specifically ServiceNow
- Excellent customer interface and customer service skills
- Flexibility with working hours when needed
- Full UK Driving License
- SC Cleared or required to undertake SC Clearance
Benefits
Comp & perks- Friendly, open working environment without too much fuss about hierarchy
- Teamwork and performance-focused culture
- Sense of community
- Employee empowerment and support